My Intro
Career Summary
Professional Experience
IT SUPPORT MANAGER | SUNRISE COMMUNITY HEALTH CLINIC, COLORADO | NOVEMBER 2021 – PRESENT
Microsoft AD/Azure Admin, 0365, Maas360, CitrixWorkspace, Intune, Athena1(EHR) CPS(EHR), AthenaDental(EHR), Butterfly+(API), CrowdStrike, Barracuda Networks, Sophos, Meraki, SSO, LAN/WAN
• Providing guidance to direct reports and ensuring clarity around priorities and goals
for the IT function, supporting 12 clinic sites and 4 school-based clinics.
• Manage overall financial budgeting for the IT support function, approving
investment requests for hardware and software within a defined authority level.
• Guide the talent identification and development process for the IT team; mentored
and trained staff, fostering a collaborative and proactive team environment which
led to a 30% reduction in support ticket resolution time.
• Work across functions with peers in clinical and administrative departments to
ensure collaboration for shared goals and improve overall workflow efficiency.
• Interact with senior management for reporting on system performance, project
status, and key performance indicators (KPIs).
• Improve business processes for each department through analysis and
collaboration, leading to a redesign of the network infrastructure that increased
bandwidth and connectivity.
• Analyze the performance of support functions and make recommendations for
improvement, implementing new tools and protocols that enhanced system
reliability.
• Act as responsible individual for the approval of significant corporate expenses
related to IT infrastructure and vendor services.
Alorica – Apple Card – Phone & Chat Customer Service Representative Virginia | MAY 2021 – NOVEMBER 2021
• Provided exceptional customer service via phone, email, and live chat to resolve inquiries efficiently.
• Assisted customers with account management, billing issues, product/service information, and technical support.
• Maintained high customer satisfaction by actively listening, demonstrating empathy, and
offering tailored solutions.
• Adhered to company policies, compliance standards, and call center performance metrics (e.g.,
AHT, FCR).
• Utilized CRM systems (e.g., Salesforce, Zendesk) to document interactions and track customer
issues.
• Collaborated with team members and supervisors to escalate complex cases when necessary.
• Achieved consistent performance goals in quality assurance, attendance, and customer
feedback scores.
FOUNDING TEAM [S t a r t - U p] - INFORMATION TECHNOLOGY COORDINATOR | STRONGHEARTS NATIVE HELPLINE (NATIONAL INDIGENOUS RESOURCE CENTER), TEXAS, MINNESOTA | JANUARY 2017 – MAY 2021
• Process Creation & Technical Documentation: Architected after being mentored by NDVH [National Domestic Violence Hotline] The StrongHearts Call Center from scratch According to the needs of the organization and then Authored comprehensive How-To guides, procedures, and policy manuals for internal IT operations, ensuring clarity and consistency across the organization. These documents helped streamline onboarding, troubleshooting, and incident response, Coordinate project schedules, resources, budgets, and deliverables according to RFQ/RFP
• Issue Escalation & Risk Mitigation: Regularly identified and diagnosed issues, creating troubleshooting documentation and escalation pathways that improved response times and ensured timely resolution for staff and service platforms.
• Reporting & Data Accuracy: endor and Budget Management: RFP. Negotiated contracts with IT vendors, achieving cost savings of over 20% while maintaining high-quality service delivery.
• Automation and Process Streamlining: Deployed automation tools that reduced manual processes in system maintenance by 35%, enabling the team to focus on strategic initiatives.
• Generated detailed reports from phone systems and caller intake/referral systems, documenting key performance indicators (KPIs) for internal stakeholders and contributing to data-driven decision-making.
• Worked with senior management for strategy development and execution planning as a key founding member, building the national IT and call center infrastructure from the ground up.
• Managed financial planning and budgeting for technology startup costs; negotiated contracts with IT vendors, achieving cost savings of over 20% while maintaining highquality service delivery.
• Facilitated goal-level creation for the technology function and ensured goals cascaded to support staff and volunteers.
• Communicated key performance indicators from phone and intake systems (Five9, Genesys, Salesforce) to internal stakeholders, contributing to data-driven decisionmaking.
• Developed and implemented long-term business planning for IT scalability and security, ensuring the platform could support rapid growth in call volume and service demand.
IDD STABILIZATION SUPPORT DSP STAFF (PART-TIME PROGRAM) | JEC MILLER INC. • GREATER MINNEAPOLIS-ST. PAUL AREA | JULY 2019 – MAY 2020
Crisis Management: Facilitated crisis respite and crisis respite specialized services to address immediate behavioral and mental health concerns, ensuring safety and de-escalation during high-stress situations.
Family Engagement: Collaborated with caregivers to develop tailored strategies for improving family dynamics and enhancing coping mechanisms, restoring hope and stability.
Therapeutic Support: Assisted in executing evidence-based approaches to address behavioral challenges, promoting skill development and emotional well-being in children with IDD.
Program Development: Contributed to the enhancement of program processes through feedback and collaboration with team members, ensuring service delivery met evolving family and child needs.
Outcome Documentation: Maintained detailed records of interventions and progress, enabling data-driven decision-making and program evaluation.
This role allowed me to develop expertise in crisis intervention, therapeutic support, and familyfocused care, while strengthening my ability to adapt and thrive in dynamic, high-pressure environments.
ADMINISTRATOR & SOCIAL MEDIA CONSULTANT | AMERICAN INDIAN COMMUNITY HOUSE | GREATER NEW YORK CITY AREA | NOVEMBER 2013 – DECEMBER 2016
Successfully led technology infrastructure and social media strategy, enhancing operational efficiency and outreach at a prominent non-profit organization. Network Infrastructure Management
Cabling and Network Mapping: Designed and implemented a comprehensive cabling network for a new facility, installing appropriate connections for computers, printers, and peripherals.
Database Creation Maintain Employees to RPMS Built and maintained a detailed database of port numbers, network ports, IP addresses, cable identification, and rack locations for streamlined operations.
Telehealth System Development
Tele-behavioral Health Setup: Designed, developed, and maintained a secure telebehavioral health system using Polycom software, enabling seamless communication between clients and doctors.
RPMS Integration: Ensured effective HIPPA connection and communication through RPMS for collaboration between medical professionals, social workers, and government entities such as Indian Health Services (IHS), Health and Human Services (HHS) and the University of New Mexico (UNM).
HIPAA Compliance: Established protocols to maintain HIPAA compliance for electronic health records (EHR) and client data reporting. Technical Training and Support
Staff Training: Guided staff on adopting onboarding/off boarding all technologies, sharing IT knowledge, and troubleshooting daily technical issues.
Professional Development Initiatives: Designed and implemented personal development (PD) events to enhance staff skill sets and organizational capabilities. System Upgrades and Migration
System Enhancements: Planned and implemented hardware and software upgrades, auditing vulnerabilities, and proposing optimal solutions for improved system security and performance.
Legacy System Migration: Successfully migrated employees from Windows XP to Windows 7 and replaced failing legacy servers with modern solutions using VMware and Windows Server 2008/2012.
IT Inventory and Data Management
Inventory Tracking: Managed IT inventory using Spiceworks, ensuring accurate records of new hardware and devices.
Data Recovery and Compliance: Recovered data from legacy systems, ensuring secure data wiping and destruction per HIPAA and IHS standards. Social Media Strategy
Content Creation: Developed and managed social media outreach strategies, creating engaging posts and maintaining a personable online presence to strengthen community connections.
Campaign Management: Proposed and executed targeted campaigns to enhance visibility and engagement across digital platforms.
Virtualization Implementation: Self-taught VMware technologies, leading to the successful deployment of virtualized environments, significantly improving operational reliability and scalability.
Cross-Functional Collaboration: Actively collaborated with multidisciplinary teams to align technological initiatives with organizational goals.
DATA AND TECHNOLOGY ASSOCIATE | DEMOCRACY PREP PUBLIC SCHOOLS • GREATER New York City- | JUNE 2012 – MAY 2013
Proactively supported the data and technology needs of staff, teachers, and students, delivering efficient, high-quality solutions to enhance system productivity and learning outcomes. Recognized for timely responses and expertise in resolving technical challenges.
Training and Workshop Facilitation: Delivered personalized professional development (PD) workshops to staff, focusing on computer technology, software usage, and data manipulation. Provided comprehensive guidance and support to enhance user proficiency.
Data Management and Reporting: Designed and managed the creation of Scantron preprinted sheets with student information on demand, facilitated distribution and collection, and performed grading, sorting, and comparative analysis using custom reporting solutions.
Database Administration: Oversaw database operations, including system support, data processing, and data analysis using software like Kickboard, Jupiter, and MAP Testing. Created insightful visual reports using pivot tables, charts, and other methods to present data effectively.
Technology Procurement and Implementation: Evaluated industry trends, proposed technology upgrades, managed procurement and inventory, and led the implementation of new hardware/software. Developed procedures and provided training to ensure seamless adoption.
Creative Design Support: Designed and developed creative materials such as posters, websites, flyers, and programs using tools like Publisher, Photoshop, and Garageband to support school activities and initiatives.
Hardware and Network Troubleshooting: Resolved issues with networked copiers, printers, smartboards, tablets, laptops, and other devices. Provided network support and collaborated with technical vendors to ensure minimal downtime.
24/7 IT Support: Delivered on-call technical support for a PC and Mac network environment, including integration with mobile devices (Blackberry/iPhone). Ensured consistent, reliable assistance across local and remote setups.
Inventory Control System Creation: Developed an in-cloud UPC inventory control system for supplies and equipment, ensuring seamless monitoring and replenishment. Established uniform office templates to streamline administrative tasks.
Technology Monitoring and Scheduling: Managed technology rentals and classroom schedules, ensuring optimal availability and functionality for student and teacher use.
Enhanced Operational Efficiency: Introduced automation techniques to data processing tasks, reducing manual effort by 30% and improving turnaround time.
Improved System Productivity: Spearheaded a project to standardize software configurations across all devices, minimizing compatibility issues and increasing system uptime by 20%